Process Analytics and Improvement: a Case Study
At Transcom, our approach in Process Analytics and Improvement involve a series of actions that aim to identify, analyze and improve existing business processes within our partners’ organization, in order to meet new goals and objectives, such as increasing profits and performance, reducing costs and accelerating business value proposition.
We would like to share a case study in this section, where we demonstrate our capabilities in this area via a project completed for one of our partners in the consumer electronics industry.
Our primary task was focused on the mapping, documentation, and analysis of current-state business processes. This led to the discovery of improvement opportunities surrounding organizational alignment, as well as opportunities related to the effective education and communication of agreed business objectives.
In the figure shown below, we provide a summary of identified ‘pain points´ experienced both by our partners’ customers, and our employees who support them in their journey to issue resolution.Both process mapping and documentation activities were completed, and upon seeing the misalignment on overall process information and business objectives, we provided recommendations which were approved and signed off by our partner. But the benefits we achieved went far beyond organizational alignment. We have, in fact achieved more in relation to successfully meeting our performance metrics, as well as demonstrating value add to our partner, through cost optimization.